Do you have to support your work very long?

[PaintingWithLight]

I wasn't sure how to ask it. I work on computers, and it turns into a mess. They'll say you broke something in their computer you had nothing to do with.

It seems with some work you are stuck supporting it forever unless you want things to turn nasty. Even with you have things in writing.


In the business of photography, is there a time you can "let it go"? Do clients come back to you forever, even after they have taken ownership of the photos, agreed to them, etc. and say something's wrong, fix this. supporting them forever?

[Steve_in_FL]

Once a photo has been agreed upon and sold, that should be it. Software support is eternal, so should be contracted for on a fee-for-time basis.

[Sketch]

As a commercial photographer my goal is to have long lasting relationships with all my clients.

Sometimes I am asked to save files in a different format. Or resend files that I shot years ago. My clients paid a lot of money for their original files. I feel that supporting those files is great customer service. Every now and then I am asked to do a lengthy image search. They are billed for the hours and they understand that.

[Steve_in_FL]

That is pretty hard to argue against.

[jerryph]

Originally Posted by PaintingWithLight

I work on computers, and it turns into a mess. They'll say you broke something in their computer you had nothing to do with.

It seems with some work you are stuck supporting it forever unless you want things to turn nasty. Even with you have things in writing.

What you call problems, I call job security... lol Sure, hardware on a PC breaks, but if there are any other issues, specifically software config and functionality issues that magically come up, 95% of the time, this is caused by the person sitting closest to that computer.

Originally Posted by PaintingWithLight

In the business of photography, is there a time you can "let it go"? Do clients come back to you forever, even after they have taken ownership of the photos, agreed to them, etc. and say something's wrong, fix this. supporting them forever?

Some do... most do not. It all comes down to business expertise and being able to set the expectations with the client right from DAY 1. I've been very lucky in that not one client has ever come back to me asking for something different after I've done my thing.

[Brooks]

I archive files both processed and previously delivered as well as unprocessed and undelivered. I've had clients ask for files not previously purchased from shoots that happened several years ago.

[jerryph]

That's actually a very smart business move... and why people like Zack Arias also shoot all band members separately. Many break out into other groups or go solo... that photo he took a year ago suddenly became an item he is going to charge for.

I've taken that concept to the same level at weddings, E-sessions, events, even birthday parties. I did a wedding last year where I shot the bride's mom for a few extra seconds. Two days ago I learned that the bride's mom passed. You *know* I am going to print out a few of those photos that no one saw and give them to her... do you know what an amazing feeling that is going to be for her, to have a photo of her mom all dressed up, smiling and happy at her daughter's wedding?

That is the kind of shot that to some people is worth a million dollars, and that is exactly the kind of shot that I am going to get printed and spend $50 and give to her as a gift.

[Sketch]

That is a great story Jerry.

Photography is good like that. It truly is a moment in time. Good job on realizing the special moments.

[Jacque1263]

Jerry,

That is very thoughtful of you and I am sure she will remember you for it.

Jacque

[jerryph]

I just came back from the event, and i am both emotionally and physically burnt out.
There cannot be anything more terrible than to lose a parent.

I first saw "my bride's" husband and was surprised by the warmth and vigor of his greeting. I basically chatted with him maybe 5 minutes and then the people around her cleared up. As soon as she saw me, she ran over, threw her arms around me and started sobbing uncontrollably. There was not much to do but hang on and let her cry it out.

After she had a chance to vent, we went to a little couch near-by and I pulled the four 8X10's out and told her what they were, she burst into a combination of tears and smiles and another big hug.

We then spoke for a few more minutes with her and her dad, and discussed how her mom passed and she asked if I was staying for the service, which I did stay for, but from a respectful distance.

After the service, I let them know I was leaving, again wished her dad, husband and of course my bride my most sincere condolences and left. The last sight I had of her, was her holding the little package of photos to her chest and talking to someone else.

That was my good deed for the day, I suppose. Overall, a very sad day for me... but it is not yet over..I have to recheck my equipment and ready some stuff for the heavy metal band shoot that goes from 5:00pm to 1:00am.

A long day for me!!